Redesigning operating model to deliver the full potential of digital

Strengthening capabilities and services with technology and digitization is only half the battle. Because if your operating model doesn’t allow those changes to really prosper, you’re not extracting their full potential. And often a shift in the model also means a change in perspective, as our client found out.

3 Minutes Private Equity 12/14/2023


Transform an analogue operating model

Our client, a leading payment services provider, had embarked on an ambitious plan. They had expanded their services and capabilities in merchant e-commerce and omni-channel payments. Whilst this was a superb step forward they were hindered by their operating model. It was an analog-heavy outsourced delivery model. But the future lay in becoming an in-house digital product. One that combined contact center capabilities with back-office support functions to become a truly customer-centric offering. 


A three-step transformation strategy

We hand-picked a team led by two consultants with digital transformation and operational optimization experience. They designed and executed a three-stage process:

  • Implemented the target operating model, to create a seamless end-to-end customer experience
  • Transformed the product function from manual service-driven activities to digital self-serviceable steps
  • Crystallized the new role of customer service and oversaw the transformation


Tangible transformation that delivers real value

Focusing on increasing customer value, we:

  • Increased digital adoption rate by over 50%
  • Reduced customer onboarding time from several days to sub 30 mins
  • Reduced FTEs occupied with customer contact by >40%
  • Increased NPS score by 30 points, three months after launch

Need our expertise?
Let’s start a conversation

Suggested Case Studies

A true picture of the alternative protein market

Food Commercial Excellence

In 2020 our client, a globally leading ingredients player, had developed a business strategy for its Alternati…

Optimizing legal entities post merger

Life Sciences Post Transaction Management

When major global organizations acquire large multinationals, rationalizing their legal entities footprint can…

Tailoring business models that address the reality of an…

Agribusiness Strategy Implementation

Business models must be built in full alignment with an organization’s strategy and marketplace. But what do…